Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: I have been paying {$520.00} towards my 7 XXXX student loans, serviced by MOHELA, through their auto-debit service since XX/XX/XXXX. My owed payment each month is {$220.00}. My XXXX payment was applied to all 7 of my loans ' interest and principal as expected, but the XXXX and XXXX payments were only applied to the XXXX unsubsidized loans ( notated as loans 5, 6, & 7 on my account ). This allowed interest to accrue on the other 4 loans unpaid. On Thursday, XX/XX/XXXX I noticed this issue and contacted MOHELA at XXXXXXXX EST. The service representative confirmed that what I saw was occurring incorrectly, and after 50 minutes of investigation by her supervisor could only say that the payments were applied incorrectly and that it would not happen again going forward. I asked to speak to the supervisor who did the investigation as the explanation that they simply weren't applied correctly was unacceptable, as I have been paying more than double the payment amount and no loans or interest should be going unpaid. When 'transferred to the supervisor ' I encountered an automated message that no supervisors were available. I have had multiple loan servicers since I entered repayment in XXXX and have been paying more than my payment amount for years so I am 'ahead ' of the payment schedule. Despite this, each servicer before MOHELA has correctly applied my payments to owed loan interest first, owed principle payments second, and then applied the excess to loan principle. Previous servicers have even had a helpful form when setting up auto-debit for the borrower to choose how to apply that excess, for instance, to the higher-interest loans. MOHELA does not. When student loan repayment restarted with MOHELA in XXXX, I spoke with MOHELA on the phone to ensure that auto-debit payments would be handled in the same manner as my previous servicers and was assured that they would. This 'error ' on their part has allowed more than {$170.00} of unpaid interest to accrue on the 4 loans that have not been paid into since XXXX. Despite their assurances this will not happen again going forward and admittance that this was an error on their part, nothing was explained or offered to resolve this issue. Asking to speak with a supervisor simply sent me into an automated system and survey. This is a gross and unacceptable payment handling error on their part that has financial ramifications for me and likely many other borrowers affected by the same errors.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 303XX
Submitted Via: Web
Date Sent: 2024-01-19
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I have been having a lot of issues and poor customer service since my loans have transferred to Mohela. One of the issues I have experienced is that my qualifying payments on my Direct Plus Graduate Loans remain inaccurate at 41 qualified payments, when they should be receiving at least 66 qualified payments, based on the forbearance/deferment history that Mohela provided to me during my call on XX/XX/XXXXXXXX XXXX XXXX My XXXX XXXXXXXX XXXX have been correctly assessed, and I believe my Direct Plus Graduate Loans should have been updated at the same time. Additionally, when my loans were transferred to them because of participation in the PSLF program, my repayment plan did not transfer along with my loans, so I reapplied in XX/XX/XXXX. I contacted them and they offered to place my account in forbearance for as long as it needed to be until IDR took effect. I contacted them again in XXXX despite their lengthy hold times, to also request a prior servicer payment history, which they said they would send and that I would receive it within 30 business days. I called on XX/XX/XXXX for a status update again and was told the request for my payment history that was submitted was inaccurate, and would need to be resubmitted. I called again on XX/XX/XXXX after not receiving an update regarding my IDR or payment history request, and the Mohela representative I spoke with told me they would submit the IDR request again and to give it another 15 business days. When I called on XX/XX/XXXX for an unrelated reason and spoke with XXXX, I was told that my IDR request which I had submitted on XX/XX/XXXX had been placed on hold for the following reason : " pending ability to disclose eligible loan. '' XXXX explained that there was a technical error processing the application, which is why I had been prompted to submit a new application. So I have been waiting since XX/XX/XXXX for Mohela to process an IDR application, which they had no intention of processing and they kept extending the forbearance, and potentially jeopardizing my qualifying payments under PSLF. On XXXXXXXX XXXX, I also inquired about my prior servicer payment history, which was supposed to show me all the payments I have made on my federal student loans. My payment history request was still processing as of XX/XX/XXXXXXXX XXXX XXXX Apparently, since the agent I had spoken to in XXXX had submitted the wrong request and a new one was submitted I would have to wait another 30 business days from that request. Considering that we are working on a deadline and each request takes 30 business days to process, maybe even longer depending on volume, this is unacceptable. Because of Mohela 's delays, poor training of their agents, and overall poor customer service, I am having a hard time making an informed decision about consolidation of my federal student loans for the purpose of PSLF. They keep pushing things around but never accomplishing things correctly, and are putting an unnecessary pressure on me as the XX/XX/XXXX deadline approaches. I refuse to blindly jump into a consolidation which could further delay my PSLF due to processing times, especially considering how many issues I've already had getting my IDR processed, because they have failed to provide me with the required information and update my account appropriately in a timely manner.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: PA
Zip: 17110
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I uploaded documents pertaining to my Public Service Loan Forgiveness status and still have not received an update. Documents were uploaded on XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and still have a processing status. I have emailed and called MOHELA several times, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, XX/XX/XXXX, and XX/XX/XXXX to inquire about my status and no one has given me a clear answer. These documents include a XXXX and offer letter from an organization that no longer exists, because I was told by a MOHELA rep that I would need to submit this documentation in order to receive credit. At this point, I believe I should be eligible for forgiveness for part of, if not all of my loans. My fear is that I will have to pay on loans that should have been forgiven already.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NC
Zip: 278XX
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My account showed in good standing after consolidation and application for public service loan forgiveness. My account balance on studentaid.gov also showed a XXXX balance " in good standing '' and suddenly my loans reappeared. Mohela has sent numerous statements since then with a ridiculously high monthly payment though I was in an income driven repayment. Mohela has grossly mishandled my student loans, forgiven them and then reinstated them, and reporting my loans to credit bureaus with incorrect information. My credit score has taken a hit though I did nothing but apply for loan forgiveness and consolidation as instructed by Mohela representatives. I should be eligible for student loan forgiveness but my account has erroneous information and I am being inundated with different amounts, past due statements though I should be in forbearance while student loan forgiveness is being calculated. While my loans showed in good standing and at " zero '', I was unable to submit or correct issues with my XXXX application. My mental health has been impacted due to the back and forth and especially due to the " good standing '' and " XXXX balance '' on BOTH Mohela and Studentaid.gov ( and removal of my student loans on my credit report ) and then having the loans show up weeks later. XXXX mishandling of my account and this will take me months to sort out with the credit bureaus which impacts my family 's wellbeing and my XXXX XXXXXXXX.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: FL
Zip: 33189
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: On XX/XX/2023 at XXXX XXXX I sent the following message via Contact Us mohela.com : My student loans in Federal Student Aid and Mohela both say that I withdrew from my program, but I graduated in XX/XX/2023. How do I get this information corrected? The response I got ( attached XXXX ) was to call. I am experiencing difficulty reaching the appropriate department through their automatic call transfer system as the system is not recognizing the keys I am pressing to initiate the transfer. I sent another message : I am on the SAVE repayment plan. I have verified via studentloan.gov. I am trying to call MOHELA to discuss why my payment is significantly higher than what I was told ( attach XXXX ). Unfortunately I can not get past the keypad portion of your automatic call robot, as when I press the correct number it does not recognize, repeats the question, and then hangs up on me. Contact me at ( XXXX ) XXXX. I will not be making a payment until this gets figured out. - I have recently applied for and been approved for the SAVE program, but the MOHELA website does not reflect this change. - The MOHELA website is displaying conflicting information regarding my payment amount. - In one section of the website, my payment amount is listed as {$660.00}, while in another section it is listed as {$810.00}. - In yet another section, the SAVE payment amount of {$150.00} is displayed. - The website also displays conflicting information regarding my payment plan, with one section showing that I am on the SAVE plan and another section showing that I am on the Level plan.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: MN
Zip: 558XX
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I submitted my final employer verification digitally on XX/XX/. It has been 30 days and the form has still not been processed, with no timeline in place. I have been paying my loans for 10 years while performing public service, and am in limbo with my loans because the servicer is not sufficiently staffed or efficient.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: DC
Zip: 20009
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with non-monetary relief
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: Hello, Since XX/XX/XXXX, I have been asking MOHELA to provide a reason as to why my payments from XX/XX/XXXX to XX/XX/XXXX ( total of XXXX payments ) have not been reflected in my Public Student Loan Forgiveness ( PSLF ) payment tracker. I have been receiving generic responses every time I reach out. Please see emails # XXXX sent on XX/XX/XXXX, email # XXXX sent XX/XX/XXXX, and email # XXXX sent on XX/XX/XXXX to Mohela. Mohela has not only failed to provide a reason but they have not even provided an update besides their general generic response that they are still working on this. I have not received any correspondence from Mohela regarding this issue from my last email to them, XX/XX/XXXX. They did, however, sent a billing statement on XX/XX/XXXX for my payments to resume on XX/XX/XXXX in the amount of {$260.00}. I, of course made this payment as I have always made my payments I will reach out to Mohela again TODAY and hope to receive a response along with your coordinated effort to resolve this OVERDUE matter. I can not help but notice that there is an intention to delay counting my payments and that is this is a big oversight from their end AS MY PAYMENTS from XX/XX/XXXX to XX/XX/XXXX ARE COUNTED as well as XX/XX/XXXX - XX/XX/XXXX payments ARE COUNTED. My payments are totaling XXXX right now, when they should be XXXX payments. Please see all the correspondences below : XX/XX/XXXX XXXX XXXX Body : Your Question : Hello, Please provide response as to why my payments from XXXX XXXX XXXX XXXX XXXX are not posted on the payment tracker. Please provide timeline as to when this will post. Thank you, XXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, Your qualifying payment total may not currently show how the limited PSLF waiver will fully affect your account. MOHELA is actively working with XXXX to implement the waiver and, over the next few months, borrowers should begin to see updates to their qualifying payment counts. Therefore, your payment counts and payment tracker will not show all accurate information until all updates are complete. We appreciate your patience during this time. If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX., Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX, Thursday and Friday XXXX XXXX XXXX XXXX XXXX CT. Thank you, MOHELA Phone XXXX XXXX XXXX XXXX XXXX XXXX XXXX M, XXXX T-W, & XXXX Th-F. CT. XXXX XXXX XXXX XXXX MO XXXX. This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. California residents : The state XXXX Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before XXXX XXXX. or after XXXX XXXX They XXXX not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX or www.ftc.gov If you do not want to receive future information of this nature, please unsubscribe or contact customer service at XXXX. Please see my Email # XXXX sent XX/XX/XXXX XXXX XXXX Body : Your Question : Hello, I am following up again as to why payments from XXXX XXXX XXXX XXXX XXXX are not reflected yet in my eligible payments ( XXXX payments ). Please provide update or response. It has been over a month and half since I reached out regarding this issue. ( XX/XX/XXXX ). Thanks, XXXX XXXX XXXX MOHELA 's Response : Thank you for contacting MOHELA, We apologize for any inconvenience this may have caused. We have submitted a request to process your application with the missing information which you have provided. Please allow up to XXXX days for processing to be completed. You will be notified when processing is completed. Continue to monitor your account on the MOHELA.com portal for any adjustments. If you have any additional questions, please contact us toll free at XXXX. Our hours are Monday XXXX XXXX XXXX XXXX XXXX, Tuesday and Wednesday XXXX XXXX XXXX XXXX XXXX, Thursday and Friday XXXX XXXX XXXX XXXX XXXX CT. Thank You, MOHELA Phone XXXX XXXX XXXX XXXX XXXX XXXX XXXX M, XXXX T-W, & XXXX Tr-F. CT. XXXX XXXX XXXX, XXXX, MO XXXX. This message, from a debt collector, is an attempt to collect a debt and any information obtained will be used for that purpose. California residents : The state XXXX Fair Debt Collection Practices Act and the federal Fair Debt Collection Practices Act require that, except under unusual circumstances, collectors may not contact you before 8 a.m. or after 9 p.m. They may not harass you by using threats of violence or arrest or by using obscene language. Collectors may not use false or misleading statements or call you at work if they know or have reason to know that you may not receive personal calls at work. For the most part, collectors may not tell another person, other than your attorney or spouse, about your debt. Collectors may contact another person to confirm your location or enforce a judgment. For more information about debt collection activities, you may contact the Federal Trade Commission at XXXX orwww.ftc.gov. If you do not want to receive future information of this nature, please unsubscribe or contact customer service at XXXX. Please see email # XXXX sent on XX/XX/XXXX XXXX XXXX. Body : Your Question : Hello, I am following up as I was supposed to hear back from Mohela by XX/XX/XXXX. My payments from XX/XX/XXXX - XX/XX/XXXX are still not reflected and being counted. Please provide prompt update as this has been delayed several times. Can someone please get back to me? Thanks, XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11779
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Trouble with how payments are being handled
Consumer Complaint: In XXXX, I made two lump-sum payments to my loans with XXXX. For this reason, my due date was pushed back to XX/XX/XXXX. However, when my loans were switched to MOHELA for the purposes of the Public Service Loan Forgiveness ( PSLF ) program, they reset my payment date to XX/XX/XXXX. I am filing this complaint because MOHELA should honor my original due date. I should not owe payments last or this year, as I should receive credit for the payments I made ahead. I contacted them about this and they did not offer me an explanation for resetting the due date nor a resolution to this matter. In addition, I'd like to make a complaint that as I was trying to work with MOHELA to provide an answer to this issue ( and to the fact that they placed me on the SAVE plan without my consent or request ), they placed my account on the wrong type of forbearance, resulting on XXXX and XX/XX/XXXX not counting toward my PSLF count. I was advised on more than one occasion by customer service representatives that they were placing me on an administrative forbearance and that months during that time would count.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: 07450
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Problem with customer service
Consumer Complaint: I was supposed to take out loans XX/XX/XXXX I have not taken out any loans I'm XXXX XXXX XXXX XXXX have no interest going to school now when I called to check on them when it hit my credit report they could not pull any information up by my phone number my name my email or my address only by my social security number and the information that they have under my birthday and social security number name is not mine I've been back in Virginia since XXXX XXXX about my son back to bury him here I've only lived at XXXX XXXX XXXX XXXX XXXX XXXX XXXX and XXXX XXXX XXXX XXXX in XXXX XXXX and now I'm in XXXX have tried to reach out to these people several times they keep saying I need to talk to the supervisor after being on hold 4 hours to get with them then I've got another 5 hours before I finally hang up this has been ongoing since the end of XXXX when it hit my credit report through XXXX XXXX not the three major ones so I done a police report lock my credit and put a statement on my credit reports first come out it was only like {$1400.00} now it's up to {$3200.00} Mohela has added more to it have requested information cuz I know to do the student loan you have to prove who You are got nothing from them credit bureaus are no help they just certify that it's alone in my name have filed report with XXXX feel like I'm beating my head against the wall
Company Response: Company believes it acted appropriately as authorized by contract or law
State: VA
Zip: 242XX
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-01-18
Issue: Dealing with your lender or servicer
Subissue: Received bad information about your loan
Consumer Complaint: My student loans were forgiven in XX/XX/2022. XXXX XXXX counted 186 eligible payments at the time of forgiveness and told me I would get a refund for the 66 over-payments within 6 months. No refund was issued. During this time my account was transferred to MOHELA. I saved the only information XXXX XXXX offered users. I contacted MOHELA who now holds my account, but they say that they have no information at all. I spoke with several of their customer advocacy professionals and sent them the documentation that I have and they said that FASFA made the determination to backdate my forgiveness to XX/XX/2022 and to issue no refunds. The representative ( XXXX ) told me that FASFA determined my 120th payment in XXXX of XXXX, but made no mention of the excess 66 payments. She said to contact www.studentaid.gov to reconsider my forgiveness/refund. When I contacted studentaid.gov, they told me that MOHELA and/or XXXX XXXX determines the forgiveness and that I would need to contact MOHELA. This back and forth has no solution. I spent many hours over many days to speak with a MOHELA representative and they told me they have no information about my loans. When I provided the information that I had from XXXX XXXX, they said that it was not sufficient. The information seems be withheld.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OR
Zip: 97214
Submitted Via: Web
Date Sent: 2024-01-18
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A